Onsite Senior Customer Service & Contracts Manager

Ksaria Corporation; Hudson (NH); Hybrid; USD 85,000 - 110,000; Full time

Job summary

kSARIA seeks a Manager, Customer Service to lead the customer service and order administration functions onsite in New Hampshire. You will serve as the primary interface with customers after contracts, communicating status and coordinating data requests with internal teams.

You will establish metrics, manage customer portals, oversee reps & certs, and drive policy implementation to ensure exceptional service and timely responses in a manufacturing DoD environment.

Qualifications

• Ability to work independently with highly professional verbal, writing and interpersonal skills.
• Exceptional collaboration skills.
• Extremely tenacious to closeout customer actions quickly.
• Comfortable with exposure to highly confidential information.
• Willingness to learn other software tools to progress professionally.
• Previous experience in a high-level Customer Success role.
• Highly organized with high attention to detail.
• Experience with ERP systems in manufacturing (job shop/contract manufacturing preferred).
• Experience with US government contracting FAR requirements and business terms and conditions preferred.
• US Person required for DoD work.
• College degree with a technical discipline or equivalent experience preferred.
• Limited travel required; onsite position; no relocation offered.

Responsibilities

• Direct and oversee the organization's customer service and order administration operations.
• Interface between customers and internal organization after contract initiation, communicating status from cradle to grave.
• Gather data from internal areas and present updates, modifications, and data requests to customers.
• Draft, implements, and enforces policies to facilitate a quality customer service experience.
• Establish performance metrics for the customer service team and manage customer portals.
• Oversee reps & certs and coordinate with Production, Quality and Engineering to respond to orders and schedule expedites.
• Manage contract review and sign-off processes.

Job description

kSARIA seeks a Manager, Customer Service to lead the customer service and order administration functions onsite in New Hampshire. You will serve as the primary interface with customers after contracts, communicating status and coordinating data requests with internal teams.

You will establish metrics, manage customer portals, oversee reps & certs, and drive policy implementation to ensure exceptional service and timely responses in a manufacturing DoD environment.